548488 - error "could not update...make sure no other copies of firefox are running, restart firefox and try again" when trying to apply update

Status: RESOLVED INCOMPLETE

(Toolkit :: Application Update, defect)

Description

[inouh82cme]

User-Agent:       Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.6) Gecko/20091201 Firefox/3.5.6 (.NET CLR 3.5.30729)
Build Identifier: Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.1.6) Gecko/20091201 Firefox/3.5.6 (.NET CLR 3.5.30729)

When I click the "Apply downloaded update now...", it starts to install but stops about 1/4 way through then says "could not update...make sure no other copies of firefox are running, restart firefox and try again".  I restarted and tried three times, each time...same message.  There are no other firefox running.  Seems to be a flaw in your installer program.  

Reproducible: Always

Steps to Reproduce:
1.Click the "Apply downloaded update now.." shown under "Help"
2.Restart and repeat step 1/
3.Same as step 2.
Actual Results:  
Firefox restarted.  Tried again, same result.

Expected Results:  
Installed (applied) the update.

Comment 1

[Tyler Downer [He/Him]]

Is there a firefox.exe process in the task manager?

Comment 2

[Robert Strong (they/them - no direct email)]

Sometimes other apps keep Firefox or one of Firefox's file open and other times Firefox doesn't exit both of which can cause this error. Please follow the instructions below

>Please attach the last-update.log .... along with the updates.xml
>file. If you've installed under program files these will typically be located
>under %LOCALAPPDATA%\Mozilla\Firefox\Mozilla Firefox\ and the last-update.log
>is inside the updates directory.
>
>The updates.xml may also be located in your installation directory and the
>last-update.log is inside the updates directory.

Comment 3

[inouh82cme]

I have absolutely no idea what you mean by:
Please follow the instructions below
 
>Please attach the last-update.log .... along with the updates.xml
>file. If you've installed under program files these will typically be located
>under %LOCALAPPDATA%\Mozilla\Firefox\Mozilla Firefox\ and the last-update.log
>is inside the updates directory.
>
>The updates.xml may also be located in your installation directory and the
>last-update.log is inside the updates directory.

Comment 4

[Robert Strong (they/them - no direct email)]

(In reply to comment #3)
> I have absolutely no idea what you mean by:
> Please follow the instructions below
> 
> >Please attach the last-update.log .... along with the updates.xml file.
There is an "Add an attachment" link on this bug report

> >If you've installed under program files these will typically be located
> >under %LOCALAPPDATA%\Mozilla\Firefox\Mozilla Firefox\ and the last-update.log
> >is inside the updates directory.
By default Firefox is installed in the program files directory... if you didn't change the install directory do the following

Go to Start -> Run and copy the following line into the input box
%LOCALAPPDATA%\Mozilla\Firefox\Mozilla Firefox\

It will open explorer to the directory that contain in it updates.xml... attach it to this bug. There will be an updates sub directory in this directory that contains the last-update.log file... attach it to this bug.

Comment 5

[inouh82cme]

The only thing that happens is:
ERROR:"Windows cannot find '%LOACALAPPDATA%\Mozilla\Firefox\Mozilla'.Make sure you typed the name correctly, and then try again. To search for a file, click the Start Button, and then click search"

Looks like another flaw in the filename you submitted.

Comment 6

[Robert Strong (they/them - no direct email)]

It is a Windows method to get to a specific part of the file system and some Windows systems don't handle paths with spaces in them particularly well.

Try copying into Start -> Run
%LOACALAPPDATA%

when that opens look for a Mozilla subdirectory... if present open it. There should be a Firefox subdirectory inside please open it. Inside that directory there should be a Mozilla Firefox directory please open it.

If you reinstalled the installer will remove these directories so don't bother if you reinstalled.

If you haven't reinstalled please follow the previous instructions to attach the files requested.

If the directory doesn't exist or Windows has problems opening %LOACALAPPDATA% please post back in this bug to that affect

Comment 7

[inouh82cme]

Sorry, same result.."..windows can't open %LOACALAPPDATA%"

Comment 8

[Robert Strong (they/them - no direct email)]

Please don't reinstall... I'll give you instructions on how to open the path without using Window's %LOACALAPPDATA% tomorrow.

Comment 9

[Tyler Downer [He/Him]]

That is misspelled. It should be %LOCALAPPDATA%

Comment 10

[Robert Strong (they/them - no direct email)]

Bah... I copied and pasted the one from the reply in comment #5 vs. the original one. Please try it again using %LOCALAPPDATA%.

Comment 11

[inouh82cme]

Nope..sorry, same damn message (pardon the expletive)

Comment 12

[Robert Strong (they/them - no direct email)]

Bah again... forgot this wasn't added until Vista so use... sorry about that
%USERPROFILE%\Local Settings\Application Data

and follow the steps to the Mozilla Firefox directory

Comment 13

[inouh82cme]

"Voila"...finally, is this it?

- <updates xmlns="http://www.mozilla.org/2005/app-update">
- <update type="minor" name="Firefox 3.5.6" version="3.5.6" platformVersion="undefined" extensionVersion="3.5.6" detailsURL="http://www.mozilla.com/en-US/firefox/3.5.6/releasenotes/" licenseURL="undefined" serviceURL="https://aus2.mozilla.org/update/3/Firefox/3.5.5/20091102152451/WINNT_x86-msvc/en-US/release/Windows_NT%205.1/default/default/update.xml" installDate="1262670871127" statusText="The Update was successfully installed" buildID="20091201220228" isCompleteUpdate="false" channel="release">
  <patch type="complete" URL="http://download.mozilla.org/?product=firefox-3.5.6-complete&os=win&lang=en-US" hashFunction="SHA512" hashValue="36191cbf8d435707e9a7575bfd67e70ee28d88e07d7951f35fba65e2461262b5f95a4bb3b6fa9c48b881d037265dc6223f9d4b5d2d183d3f151b8b0921d49ddd" size="10753846" selected="false" state="null" /> 
  <patch type="partial" URL="http://download.mozilla.org/?product=firefox-3.5.6-partial-3.5.5&os=win&lang=en-US" hashFunction="SHA512" hashValue="dee4b65cb5bae64185235298f05d532417915b56233d00e03392ac58aa27a764418b84c3f9c357115d588c904612e6162864df5c01fc8afb2588686b65da1c16" size="2351941" selected="true" state="succeeded" /> 
  </update>
  </updates>

Comment 14

[Robert Strong (they/them - no direct email)]

In the future please use the Add an Attachment link above

Comment 15

[Robert Strong (they/them - no direct email)]

The other file needed is the last-update.log which should be in the updates directory

Comment 16

[inouh82cme]

I copied and pasted it here but I got the following message:

"Comments cannot be longer than 65,535 characters...try again"

Comment 17

[Robert Strong (they/them - no direct email)]

(In reply to comment #16)
> I copied and pasted it here but I got the following message:
> 
> "Comments cannot be longer than 65,535 characters...try again"

(In reply to comment #14)
> In the future please use the Add an Attachment link above
There is an 'Add an Attachment' link above... please click the link and attach the file to this bug

Comment 18

[inouh82cme]

I GIVE UP!!!

I pasted the attachment, now it says I didn't specify a  file (??)  What file?
I pasted the whole file contents!  Besides, where the blazes am I supposed to specify (what file?) the file?

Comment 19

[Robert Strong (they/them - no direct email)]

There is a link also known as a hyperlink above with the text "Add an attachment". If you click that your browser will go to a page where you can attach a file (e.g. not paste the contents into the comment box). On that page is a browse button where you can navigate to the directory where the file is located. After that, type last-update.log or similar text (it being exact is not important). Then click the submit button at the bottom of the page

Comment 20

[aravindm]

Please attach the last-update.log file by clicking the hyperlink "Add an attachment" in the "Attachments" section above the text. Select the last-update.log from the "Choose File" button. After that type the description and click the submit button
Without that file we won't be able to go any further.